2021–presentScaling the team and course portfolio.
Operating growth from 5–10 to 75 headcount, with short courses and CPD added.
CASE STUDIES / OPERATIONS IN PRACTICE
Business challenges.
Experience that connects.
Explore results, delivery milestones and leadership scope across education, BPO, financial services and more. Start with the challenge closest to yours.
14 career examples7 employers7 industries
Measured resultLeadership scopeDelivery milestone
2021–present
Multi-site expansionScaling delivery across four locations.
Business growth from approximately 30 to 1,000 seats across Manila, Tarlac and Baguio.
2021–2024 recordCustomer operations that support growth.
A contribution through customer experience, CRM and collections.
2013–2014Unlocking capacity. Reducing cost.
A Lean Six Sigma project connecting dialer efficiency with delivery capacity.
2016–2018Capacity planning across four locations.
Forecasting and client coordination for the TSA / Telstra account.
2020–2021Service operations at scale.
People, policies and governance in a logistics customer-service operation.
2018–2019Campaign performance across three sites.
Dialer planning and client partnership for a British energy account.
2014Fewer abandoned calls. Better access.
A focused improvement to HSBC’s inbound telesales queue.
2021Commercial direction. Accountable teams.
Sales strategy, forecasting and leadership development in insurance.
2015–2016Service levels meet operating plans.
Staffing, client relationships and delivery for a US health-insurance account.
2021–presentOne connected customer journey.
Partner relationships, customer information and payment follow-through.
2014Better contact. Stronger productivity.
Analytics and operations working together on non-connect reduction.
2014–2015A cross-border move, through to delivery.
Taking a Hong Kong telemarketing team into daily operations in Manila.
2013 / 2015From system deployment to daily use.
A dialer migration and upgrade coordinated with Regional IT and Sales.
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Try “BPO”, “CRM”, “capacity” or “insurance”, or clear your filters to explore all 12 examples.
Historical career evidence from Lenin’s supplied CVs. 4 examples include reported measured results; the others document leadership scope or completed milestones. Each case retains its period, attribution and source context.
Explore every case study
- Get My Course — Scaling the team, operating model and course portfolio.
- Sitel — Scaling delivery from 30 to 1,000 seats across four Philippine sites.
- Get My Course — Connecting customer operations to company growth.
- HSBC — Making existing capacity work harder.
- TSA Group — Planning capacity across a distributed sales operation.
- IBEX — Operating discipline for a large service environment.
- Sitel — Connecting campaign data, capacity and client priorities.
- HSBC — Getting the queue back under control.
- BIMA Milvik — Turning commercial targets into sales-team execution.
- Tech Mahindra — Aligning staffing, service levels and client expectations.
- Get My Course — Connecting partners, customers and payment follow-through.
- HSBC — Turning better contact into better performance.
- HSBC — Bringing a cross-border team into daily delivery.
- HSBC — Coordinating a dialer migration across teams.